VIER gives voice and hearing to ChatGPT

Various potential applications for ChatGPT-supported customer consulting

In Germany in particular, the telephone remains the channel most frequently used by customers to companies and service providers, even if other sources of information, such as online-based inquiries, are possible. In addition, wherever you want to have both hands free, for example in the event of a car breakdown, the telephone is the most convenient solution for inquiries. Thanks to smartphones, it is also almost always available. Voice is usually the easiest and fastest way for customers or business partners to achieve their goals.

Use cases for the new combination of AI-supported customer service are, for example, services around the car: In the case of questions to insurance companies about legal protection abroad, in the case of pre-qualification of damage reports or even in the case of a car breakdown or a battery change, a ChatGPT enriched with specific data can quickly help.

Due to the conversation possibilities in ChatGPT, however, completely new applications are also available that can be provided by companies in a very short time - without special programming. Telephone instructions for craftsmen on a construction site on the use of certain machines are just as possible as virtual travel guides with which travel providers inform their customers about sights at the vacation destination. Entirely new applications are also possible, such as AI-based language teachers, interactive storytelling, a voice-controlled fitness trainer or mental health support.

Proven response quality

The quality of the answers can be checked by another AI when a chatbot is used on the phone. Specific prompts help to ensure that only the right information is passed on. If in doubt, the AI can call in a human expert if the questions are too complex. It then recognizes which department is responsible and routes the customer to an appropriate advisor.

Beyond the use for voicebots, ChatGPT-based AI solutions from VIER can be used for many other use cases, e.g. to pre-formulate email responses that are then reviewed and finally routed by a clerk, which significantly streamlines their work.

Together with customers, VIER works out the appropriate application and implementation of specific ChatGPT bots in innovation workshops, which can then start immediately. "The results so far exceed our expectations," says Ralf Mühlenhöver, VIER Head of Product Strategy and Marketing. "The answers are precise and very fast, even when customers ask for tricky details, don't use technical language, or correct themselves again during the request. In the future, this new extension of existing chatbot solutions will revolutionize customer service. We're making it possible for customers to simply talk to ChatGPT and access an almost infinite pool of knowledge beyond specific company knowledge."